Mitel SUPERCONSOLE 1000 SX-200 User manual

USER GUIDE - SUPERCONSOLE 1000®
Integrated
Communications Platform

2
SUPERCONSOLE 1000®User Guide
NOTICE
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NOTICE TO CANADIAN CUSTOMERS
This Class A digital appartus complies with Canadian ICES-003.
NOTICE TO U.S. CUSTOMERS
This equipment has been tested and found to comply with the limits for a Class A digital
device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide
reasonable protection against harmful interference when the equipment is operated in a
commercial environment. This equipment generates, uses, and can radiate radio frequency
energy and, if not installed and used in accordance with the instruction manual, may cause
harmful interference to radio communications. Operation of this equipment in a residential
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the interference at his own expense.
Note: Changes or modifications not expressly approved by Mitel Networks™ Corporation
may void the user’s right to operate the equipment.
NOTICE TO CUSTOMERS IN EU COUNTRIES
The CE mark on this product indicates that this product is in compliance with the 89/336/EEC
EMC directive, Class B emissions. As a result it is only intended for use in a commercial or
light industrial environment as defined in EN5022. This product complies with 73/23/EEC Low
Voltage Directive.
50004006, Rev. B
October 2004
®, ™Trademark of MITEL Networks Corporation.
© Copyright 2004, MITEL Networks Corporation
All rights reserved.

Table of Contents
3
Table of Contents
Chapter 1: Getting Started
Introduction ....................................................................................................... 9
About the Console ............................................................................................ 9
Before you begin ......................................................................................... 9
Console Components ................................................................................ 10
Using this Guide ............................................................................................. 14
Adjusting the Console ..................................................................................... 15
Selecting the Ringing Output .................................................................... 15
Turning the New Call Ring Off/On ............................................................. 15
Adjusting the Ringer Volume ..................................................................... 16
Adjusting the Handset and Headset Receiver Volume ............................. 16
Turning the Console Bell (Ringer) Off/On ................................................. 16
Switching to Night/Day Service ................................................................. 16
Setting the Console Language .................................................................. 17
Attendant Console Lockout ....................................................................... 17
Programming Macros ...................................................................................... 18
Special Function Softkeys ......................................................................... 20
Programming a Macro for Transfer-to-Voice-mail ..................................... 21
Programming a Macro for Last Call Recovery .......................................... 21
Using a SUPERSET™ PKM48 with the Console ........................................... 22
Powering the Console ..................................................................................... 22
Chapter 2: Call Handling
Answering Calls .............................................................................................. 25
New Call Indication ................................................................................... 26
When Multiple Calls are Waiting ............................................................... 26
Extending (Transferring) Calls ........................................................................ 26
Misdialed Numbers ................................................................................... 27
Reaching a Busy Destination or an Extension with Do Not Disturb
Activated ................................................................................................... 27
Reaching an Extension with an Advisory Message .................................. 28
Placing Calls ................................................................................................... 28
Placing a Call on Hold ..................................................................................... 28
Hold Recall ................................................................................................ 29
Hold Pickup ............................................................................................... 29
Stacked Hold ............................................................................................. 30
Setting up Conferences and Call Splitting ...................................................... 30
Answering Recalls .......................................................................................... 31
Answering Intercepts to the Console .............................................................. 32
Paging from the Console ................................................................................ 32
PA Paging ................................................................................................. 32

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SUPERCONSOLE 1000®User Guide
Extension Paging .......................................................................................33
Park and Paging ........................................................................................34
Placing Ringing or Paging Intercom Calls .......................................................34
Setting and Canceling Do Not Disturb on an Extension ..................................35
Setting and Canceling Message Waiting on an Extension ..............................35
Overriding Busy or Do Not Disturb ..................................................................36
Redialing the Last Number ..............................................................................36
Setting up a Serial Call ....................................................................................37
Using Tone Signaling ......................................................................................37
Flashing on Trunks ..........................................................................................38
Answering a Call with Night Service Enabled .................................................38
Using Directed Call Pickup ..............................................................................38
Parking Calls ...................................................................................................39
Call Park - System .....................................................................................39
Call Park - Specific Orbit ............................................................................39
Last Call Retrieve ......................................................................................40
Call Logging ....................................................................................................40
Multiple Console Operation .............................................................................41
Centralized Attendant Service (CAS) ..............................................................42
Voice mail ........................................................................................................42
Door Opener ....................................................................................................42
Chapter 3: Using System Functions
Viewing System Alarm Information .................................................................45
Viewing 911 Call Alarms .................................................................................46
Setting System Date and Time ........................................................................47
Canceling All Call Forwarding .........................................................................48
Canceling All Callbacks ...................................................................................48
Changing DISA codes .....................................................................................48
Setting up System-Abbreviated Dialing Numbers ...........................................49
Setting up Night Answer Points .......................................................................50
Displaying the System Identification ................................................................50
Displaying the Console Identity .......................................................................51
Accessing Applications ....................................................................................51
Chapter 4: Using Extension Functions
Setting/Canceling Call Forwarding ..................................................................55
Setting/Canceling Do Not Disturb ....................................................................56
Setting/Clearing Message Waiting ..................................................................56
Setting/Clearing Advisory Messages ...............................................................58
Taking an Extension Out of Service ................................................................59
Call Monitoring ................................................................................................60

Table of Contents
5
Chapter 5: Using Trunk Functions
Viewing Trunk Status ...................................................................................... 65
Viewing Trunk Group Busy Status .................................................................. 65
Accessing Specific Trunks .............................................................................. 66
Taking a Trunk Out of Service ........................................................................ 67
Chapter 6: Hotel/Motel Features
Displaying and Changing Room Data ............................................................. 71
Listing/Counting Rooms by Occupancy and Condition Status ........................ 72
Changing Room Occupancy and Condition Status ......................................... 73
Setting/Canceling Wake-up Calls ................................................................... 74
Setting Room Call Restrictions ....................................................................... 75
Blocking Room-to-Room Calls ........................................................................ 76
Displaying/Clearing a Message Register ........................................................ 76
Printing Reports .............................................................................................. 77
Chapter 7: Reference
Telephone Directory ........................................................................................ 81
Abbreviated Dialing List .................................................................................. 82
Class of Service/Restriction ............................................................................ 83
Console Display Abbreviations ....................................................................... 84
Advisory Messages for Display Telephones ................................................... 85
Glossary .......................................................................................................... 86
Tone Demonstration ....................................................................................... 88
Trunk Identification ......................................................................................... 90

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SUPERCONSOLE 1000®User Guide

7
Chapter 1
Getting Started

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SUPERCONSOLE 1000®User Guide

Getting Started
9
Introduction
Take a few minutes to explore this guide – it contains all the information
you need to operate the SUPERCONSOLE 1000®Attendant Console.
The first section introduces you to the console. You will learn what each
group of keys does and how to interpret information on the console display.
This section also contains information about how to use this guide.
A note about feature availability
The features available on your telephone system have been selected by
your company and may not include all the features described in this guide.
About the Console
Before you begin
Before operating the console, check that the display shows [F1> through
[F0> and the correct time and date. Also, make sure the handset is
plugged into the side of the console.
If any problems occur, contact your communications department for
assistance.

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SUPERCONSOLE 1000®User Guide
Console Components
The illustration below shows the main parts of the console. Note the two
jacks on the left side. One is for the handset or headset that you use; the
other is for the handset or headset used by the person training or
monitoring new attendants.
The cabling required to connect the console to the telephone system is
located at the rear of the console. The cables should be connected by a
qualified system installer and should not be adjusted by unauthorized
personnel.

Getting Started
11
Console Keys
The console has three types of keys: Dialpad keys, Softkeys and Fixed
Keys.
Dialpad keys
The dialpad on the right side of the console has 20 keys, including the
standard 12 dialing keys.
Ringer Volume keys: The Volume ∧and Volume ∨keys increase or
decrease the loudness of the console ringer.
Cursor Control keys: The , , and keys are used in
the following circumstances:
(Backspace): Press this key to correct mistakes when dialing
extension or trunk numbers or when entering Function key information.
The other cursor control keys are used along with the key for
applications such as Hotel/Motel guest service and Customer Data Entry.
Note: The two unlabeled keys next to the Volume keys are reserved for
future system enhancements.The unlabeled key next to the Volume keys
are reserved for future system enhancements.

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SUPERCONSOLE 1000®User Guide
Fixed Keys
The Fixed keys are arranged in two rows of seven keys. You use them to
perform basic operations such as answering calls and placing calls on
hold.
Each key in the bottom row has a lamp that indicates the status of a call or
feature. For example, when you use a Hold key to place a call on hold, the
lamp above the key lights.
Use this key… When you want to…
Function activate softkeys (explained in the next section), which are
used for operations such as setting the console date and
time and switching the console to Night Service.
Trunk Group see which trunk groups are busy.
Phonebook dial by name.
Cancel clear misdialed information.
Set Page page extension users using their telephone speakers.
Release disconnect or transfer calls.
Page make an announcement over the paging system.
Block restrict selected extensions/guest rooms from calling
each other.
Hold place calls to the console on hold. Hold 1 through 3 are
direct holds. Pressing Hold 1, Hold 2, or Hold 3 places a call
on hold at that location. Pressing Hold 4+ accesses five
additional hold slots.
Answer answer incoming calls to the console on a “first-come, first-
served” basis.
Note: The unlabeled key next to the Trunk Group key is reserved for future
system enhancements.

Getting Started
13
Softkeys
Softkeys have functions that change depending on the state of the call you
are handling or the feature you are using. For example, when you call a
busy extension the display will show the softkey functions that are
available for handling the call. One of these functions is Override, another
is Msg Waiting.
The [F1> to [F0> labels on the display correspond to the [F1> to [F0> keys
on the consoles. To use a softkey function, press the [F1> to [F0> key that
corresponds to the display label for that function.
Console Display
During call handling, the upper two lines identify the SOURCE or calling
party and the DESTINATION or called party.
The two lower lines, labeled [F1> to [F0>, show the current softkey labels.
For example, if [F8> is labeled [Override], pressing [F8> lets you override
a busy extension’s conversation. At another time, the same key, [F8>,
could be labeled [Night 1]. Now, pressing [F8> places the console in Night
1 operation.

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SUPERCONSOLE 1000®User Guide
Using this Guide
Some of the procedures in this guide include an illustration of the console
display. The illustration shows how the display will look when you are
performing the procedure.
Note the abbreviations in the upper half of the display. The following table
explains the meaning of those abbreviations. For explanations of the other
abbreviations, including those used in the lower half of the display, see
page 84.
Conventions
This guide uses the following conventions to differentiate between the two
types of console keys:
•Fixed keys appear in bold letters—for example, Answer or Hold.
•Softkeys appear in bold letters within brackets—for example, [BELL
ON]or [CONF] .
Abbreviation Definition
DST The DESTINATION (called) party
SRC The SOURCE (calling) party
>>> <<< Appears on either the SRC or DST line to indicate which
party is currently connected to the console
COS Shows the Class of Service assigned to the extension or
trunk that is currently connected to the console
COR Shows the Class of Restriction assigned to the extension
or trunk that is currently connected to the console
C/W Preceded by a number to indicate how many calls are
waiting to be answered

Getting Started
15
Adjusting the Console
Selecting the Ringing Output
You can route the ringing that accompanies an incoming call to the
handset/headset instead of the console speaker.
To select the ringing output:
1. Press Cancel while holding down the Function key.
2. Press the [F3> softkey to toggle the output.
3. Press the [F2> softkey to save the change and exit the menu.
Turning the New Call Ring Off/On
The New Call Ring is a single burst of ringing that can signal the arrival of
a second call while the first call is in progress. If the New Call Ring is off,
the only way to know that calls are waiting is by the C/W indicator on the
console display.
To turn the New Call Ring off/on:
1. Press Cancel while holding down the Function key.
2. Press the [F4> softkey to turn New Call Ring off or on.
3. Press the [F2> softkey to save the change and exit the menu.
Note: Emergency 911 calls always ring through the console speaker,
regardless of the Ringing Output setting.
Notes:
1. With the ringing output routed to the handset/headset, the New Call
Ring will momentarily interrupt the voice of the first caller.
2. Emergency 911 calls always ring regardless of the New Call Ring
setting.

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SUPERCONSOLE 1000®User Guide
Adjusting the Ringer Volume
To raise or lower the ringer volume while the console is ringing:
1. Press and release the Volume ∧key to increase or the Volume ∧key
to decrease the volume.
2. Repeat until the ringing is at the volume you want.
Adjusting the Handset and Headset Receiver Volume
The Volume keys adjust the volume of the console ringer and the volume
of the handset and headset receiver. Although you can have a handset
and a headset connected to the console at the same time, the receiver
volume for each is not individually adjustable; any volume adjustments you
make affect both the handset and the headset.
To adjust the handset and headset receiver volume while a call is in
progress and the console is not ringing, or while the console is idle:
•Press ∧repeatedly to increase the volume or ∨to decrease it.
Warning: Because continuous exposure to loud sounds can
contribute to hearing loss, keep the volume at a moderate level.
Turning the Console Bell (Ringer) Off/On
When the bell is off, a flashing Answer key and the C/W indicator on the
display are the only indications that calls are waiting to be answered.
To turn the bell on or off:
1. Press Function.
2. Press [BELL OFF]or [BELL ON].
Switching to Night/Day Service
Incoming calls that normally ring the console during the day can ring
another answering point at night. Your system may have one or two night
service modes called Night 1 and Night 2. The mode you should select
depends on system programming.
!

Getting Started
17
Any attendant can switch the system into night or day service. When the
system is in night service, the night status indicator (Night 1 or Night 2)
displays on all consoles.
To switch to night or day service:
1. Press Function.
2. Press [NIGHT 1], [NIGHT 2], or [DAY]as required.
You can change the Night1 and Night2 answering points for individual
trunks from the console. For more information, see page 50.
Setting the Console Language
The console can display call-handling information and softkey prompts in
English, French or Spanish. (Other languages may be available depending
on system programming.)
To change languages:
1. Press Function.
2. Press [LANGUAGE].
3. Press the softkey that corresponds to the language you want.
Attendant Console Lockout
You can enter an access code to restrict the capabilities of the attendant
console. This prevents system tampering via the console when you leave
it unattended—for example, during breaks. When the console is locked
out, it cannot be used to place outgoing trunk calls or to access console
functions, except 911 Call alarms. You can still use the console to place
internal calls and to answer incoming trunk calls.
To lock out the console (cannot have calls connected):
•Enter the console Lockout access code. (Ask your communications
department for the code.)
The display shows “Console in Restricted Service.”
To return the console to normal operation:
•Re-enter the console Lockout access code.

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SUPERCONSOLE 1000®User Guide
Programming Macros
If you frequently perform a console task that requires several keystrokes,
you can automate the task using a macro. A macro is a series of
keystrokes that you assign to a single key. Instead of repeating the
keystrokes each time you want to perform a task, you can press the macro
key to execute all the keystrokes at once.
Macros are designed to facilitate the transfer of calls to voice mail or for
recovering calls released to the wrong extension. You can also use macro
keys for one-button dialing of frequently called telephone numbers;
programming macros for other uses is not recommended.
The two unlabelled keys on the console (circled in the illustration below) is
available for programming as a macro keys. You can also reprogram the
Trunk Group and Set Page keys and use them as macro keys instead.
To program a macro or to clear a previously programmed macro:
1. While holding down the Function key, press the softkey that
corresponds to the firmkey you want to program.
The display shows the macro keystrokes (if any) currently programmed
to the selected key.

Getting Started
19
2. Enter the keystrokes you want to include in your macro.
You can enter up to 15 keystrokes using the dial pad keys and the
special function softkeys explained below.
Use the ←key to correct any mistakes.
3. To clear a previously programmed macro, press the [CLEAR] softkey.
4. Clearing macros from keys formerly programmed as Trunk Group or
Set Page keys restores their original function.
5. Press the [SAVE/EXIT] softkey to complete the programming.
6. Select another firmkey to program or press the [EXIT] softkey to leave
programming mode.
To execute a macro:
•Press the key programmed with the macro you want to execute.
Tip: Write down the keystrokes in case you experience problems with the
console and have to reprogram your macros.

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SUPERCONSOLE 1000®User Guide
Special Function Softkeys
The following special function softkeys are available for programming
macros:
Press To
[DEST] Dial the number displayed on the DST line when the macro key
is pressed. (Used to program a macro to transfer calls to voice
mail; see the next section for details.)
[LAST NUM] Redial the last number dialed from the console when the macro
key is pressed. (Used to program a macro to recover the most
recently released call; see the next section for details.)
[TONES ON] Send subsequent digits as DTMF tones. (Required when
programming a macro to transfer calls to voice mail; see the
next section for details.)
[INSERT
PAUSE]
Inserts a 1.5 second pause. When the pause ends, digits after
the pause are dialed. You can create a longer pause by
pressing the [INSERT PAUSE] softkey multiple times.
[TRUNK
FLASH]
Inserts a flash for further dialing on a trunk. For more
information, see “Flashing on Trunks” in the SUPERCONSOLE
1000 User Guide.
[RELEASE] Disconnects the console from the call in progress. (Required
when programming a macro to transfer calls to voice mail; see
the next section for details.)